ROCA

MCM House is a leading Australian furniture brand. When we began onboarding Zendesk, we needed a reliable partner to guide us through the setup efficiently within a tight timeline. Roca’s support has been exceptional throughout this process. Their expertise and commitment have been invaluable, ensuring a smooth transition while working closely with our team to establish internal processes and automation. A special mention to Gabriel, who has been a true superstar—always ready to answer our questions and provide clarity without hesitation. We deeply appreciate Roca’s dedication and support, and we highly recommend them to any business looking for a seamless and professional Zendesk setup experience.

We’ve had a fantastic experience working with ROCA, who supported us in optimising and extending the capabilities of our Zendesk platform. At Carveco, we develop professional software for CNC machining and digital crafting, and our challenge was to streamline our customer support processes while unlocking the full potential of Zendesk. The team at ROCA quickly demonstrated a deep understanding of both our technical needs and our broader business goals. They worked closely with us to identify areas for improvement, and their expertise helped turn complex requirements into practical, effective solutions within Zendesk. Their guidance has made a real difference to the way we support our customers. We’re really pleased with the results and wouldn’t hesitate to recommend ROCA to anyone looking to get more out of their Zendesk setup.

MobiSystems has been working with Roca for over a year now - initially on migrating our in-house support system to ZenDesk and then on our various customer support improvement initiatives. The last project that Roca completed for us was the unifying and rebranding of the MobiSystems Help Center. It was part of a strategic marketing initiative and was on the critical path. Delivering it on time and without any major issues was really important for the success of the overall initiative! We want to express our special gratitude to Ahmed for doing such a fantastic job with it!

The Roca Team has developed a plug-and-play solution for the Zendesk Support Tickets integration with the Phrase Platform that has enhanced our customer service operations. This integration enables real-time translation of support tickets, significantly improving our operational efficiency; agents can quickly understand and resolve issues, enhancing customer satisfaction and loyalty. Our solution allows for assigning the best-suited agent to each ticket based on their expertise in resolving an issue, rather than solely on language capabilities. This ensures 24/7 support without the need for additional hiring or training. With the flexibility to manage peak volumes and seamlessly manage multilingual inquiries, we've really transformed our global customer support capabilities. The best part is that this integration is not only beneficial for Phrase. It’s also available for our customers, enabling them to better connect with and support their customers through enhanced communication in their native languages.

I am delighted to share a glowing testimonial for the Roca team, whose excellence truly stood out during our entire engagement. The Roca team exhibited a remarkable level of expertise and professionalism that significantly enhanced our operational efficiency. One of their standout contributions was the creation of much-needed reports that not only met but exceeded our expectations. These reports provided invaluable insights and clarity, empowering our Zendesk team to make well-informed decisions. Moreover, the Roca team demonstrated an impressive ability to bring structure to our Zendesk operations. Their strategic approach and meticulous planning helped streamline our processes, contributing to a more organized and efficient workflow. This structural improvement had a direct and positive impact on our team's productivity and overall performance. What sets the Roca team apart is not just their technical prowess, but also their commitment to knowledge sharing and education. Throughout our collaboration, they took the time to educate our team on best practices within the Zendesk environment. This knowledge transfer was instrumental in empowering our team members, enabling them to navigate the platform with greater confidence and proficiency. In summary, the Roca team's comprehensive and collaborative approach played a pivotal role in elevating our Zendesk experience. Their commitment to excellence, coupled with their ability to deliver tangible and sustainable improvements, makes them a standout partner. I wholeheartedly recommend the Roca team for anyone seeking a dedicated and proficient team to enhance their operational capabilities.